What is the Guest/Tenant Refund Policy about?

The Tenant Refund Policy is there to ensure and give tenants some peace of mind. The Tenant Refund Policy reinforces that:

  • All rental spaces meet the minimum quality standards which are: safety, sanitation and access.

  • The listing page description with all it's listed amenities reflect the listing itself.

  • If a host cancels a booking after the booking deposit was processed, eLands gives an option to tenants to transfer the Booking Reservation on another space or receive a full refund of their deposit.

If the tenant makes a claim because of quality standards, he or she needs to do so within 24 hrs from the check in time and must provide eLands with evidence such as photographs or videos. It is requested also for those tenants to respond and comply with the eLands Help and Safety team requests for information and cooperation. It is important that every tenant knows that they must firstly try to resolve any issue directly with the host. Many times these issues can be resolved much faster by simply talking to the host directly with any concerns. Keep in mind that the eLands Help and Safety team is only an email or phone call away.

For more information regarding the Tenant Refund Policy please visit our Terms and Conditions

What entitles a Guest for a refund?

Refunds may apply because:

  • Guest cancellations: If a guest cancels a booking reservation because s/he notice that the you as the Host is breaking any of the eLands Policies, Rules and Regulations s/he might be entitled for a refund. An eLands representative will review the issue and get in touch with you in 2 to 3 working days with the outcome of the investigation. 

  • Host cancellations: If you as a host cancels a confirmed booking reservation the guest will be entitled to a full refund.

  • Guest Refund Policy: If your guest checks in your listing and finds that there is something wrong (example the listing does not reach the minimum standard of living), or finds that the listing is as described s/he has the right to report the booking and can be entitled to a partial or full refund. 


Once your refund request is approved you will receive an email from eLands and the money will be transferred to your eLands account, from there you can transfer the money to your bank account or use it to book a new reservation.  

Usually, refunds issued to credit cards can take up to 5-7 business days to show on your statement after they are processed by eLands.

Refunds issued to international credit cards can take up to 30 days to be show on your statement.

Refunds issued to PayPal accounts occur within 24 hours

Do I have to refund my guests when they make a complaint?

No, you do not have to refund your guests every time they make a complaint! With that said we would like to point out that the eLands Guest Refund Policy helps protect guests from last-minute host cancellations, lock-outs, and listings that are misrepresented/ unsanitary/ lacking in agreed amenities or items the host displays in the listing page.

If you as a host violate one or more of our Hospitality Standards or any of the above, eLands reserves the right to refund part or full of the booking deposit. 

Please understand that eLands has such standards in place to help you ensure all your guests have a pleasant experience and to guarantee constant booking requests.

The best way to avoid this type of situation is to make sure you are in contact with your guests and eLands during their stay at your listing more importantly during the first 24 hours after check-in. If you will not be available, make sure you provide your guest and eLands with alternative person/s to contact before the check-in. This can be done by using the eLands messaging system.